Financial Service Trainee – Knoxville, TN – Customer Service

Customer Service - Financial Service Representative

In this exciting, fast-paced position, you will be responsible for providing remarkable customer service on behalf of Credit Unions/Banks nationwide by handling primarily inbound calls, as well as occasionally returning messages left by members/customers requesting a call back.

Summary:

Service banking transactions on behalf of a credit union or bank by accessing sensitive information and completing the transaction in the various computer platforms. You will be responsible for protecting the account by  every caller (fraud prevention) along with answering and resolving a lengthy list of banking inquiries (not all inclusive): view and reconcile account and loan related inquiries, online banking issues, transfer funds, reorder checks, use third party platforms to resolve various issues (unblock debit cards, submit loan payments), view and explain why funds are on hold, and provide loan and deposit rates.

A Financial Service Representative answers back-to-back calls and typically handles 10-12 calls per hour. You will also provide Product and Service Education to members/customers, as it relates to our Clients and have the opportunity to learn additional skills by cross-training within or outside of your department based on performance and/or business need.

Competencies:

• Language
  
  Skills:
  
  Ability to read, write, and comprehend complex instructions while clearly and professionally communicating in an accurate and timely manner.
• Mathematical
  
  Skills:
  
  Ability to accurately add, subtract, divide, and multiply to provide callers with accurate account data.
• Computer
  
  Skills:
  
  Type approximately 40 net words per minute and have the ability to troubleshoot basic computer issues.
• Physical Demands/Work Environment:
  While multi-tasking (reading, typing, and listening) the employee is regularly required to sit for an extended time, use a keyboard, and talk to callers via a hands-free headset. The noise level in the contact center is usually moderate, but at times there could be 100 employees on interactions. If working remotely, the noise level is minimal.

Essential Job Functions/

Qualifications:

• Experience with general banking knowledge/terminology and banking platforms (mobile, online banking) preferred
• Proficient typing, listening, computer, and reading skills
• Exceptional attendance record - ability to work scheduled days/evenings, Saturday or Sunday and some Holidays
• Quickly and efficiently navigate through several computer programs simultaneously while accurately documenting interaction details
• Excellent problem-solving skills with the ability to multi-task
• Ability to communicate clearly and professionally while effectively handling and diffusing challenging situations based on reason for call and temperament of the caller
• Ability to manage and control emotions and stress while maintaining excellent customer service on all interactions
• Professional and upbeat attitude that thrives in a fast-paced environment
• Desire and ability to provide excellent customer service on every interaction
• Ability to meet the following metrics (not all inclusive):
  Monthly average talk time 7 minutes or less, Monthly average less than 12 minutes on chats, 98.5% or higher in-production status's, Monthly average wrap up time 40 seconds or less, and Monthly average Quality Review score 85% or higher

Work From Home:

Work-from-home eligibility is not guaranteed and will be based on performance and schedule adherence. Candidates must be prepared to work onsite as required.

Education:

High school/GED or better (minimum)

Our Benefits Include:

• Paid Training
• Shift Differentials ($2-$5 an hour) for hours worked in the evenings, weekends and observed holidays
• Spanish Bilingual Differential + Incentives for Eligible Bilingual Interactions
• Work-From-Home opportunity upon meeting all performance and attendance requirements, policies, and RWA eligibility requirements
• Relaxed dress environment
• Generous Paid Time Off – rest and relaxation!
• Year-round employee appreciation events and online recognition award program – you are awesome!
• Free Coffee at all LSI facility locations
• Medical, Dental and Vision Insurance for Full and Part-time employees (+30 hrs/wk)
• Life and Disability Insurance
• Pet Insurance
• Paid Volunteer Time Off – give back to your community!
• Educational Assistance and Employee-Assistance-Program
• 401k/Profit Sharing with Safe Harbor Match
• Growth opportunities – 90% of leadership positions are filled from within!

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.